Evaluation of Customer Satisfaction in Terms of Service Perceived Value: A Research on Health Sector

Today, as a result of evolving technology and increasing competition, businesses’ physical goods and services became increasingly similar in terms of many aspects. In this context, it becomes difficult to acquire and retain customers whose satisfaction with the brand physical property or service that they have decided to purchase, their expectation levels and their perceived value have gained importance. It is a fact that the change process occurs in the health sector as well .However, the concepts of perceived value and satisfaction in the health sector, mainly medical service delivery is evaluated as it is observed. In this study, it was aimed to investigate the factors affecting the formation of consumer value perception and the perceived value of the service offered and customer satisfaction.of the relationship between the optician services offered in the opticianry business which is the sub-sector of the healthcare sector. Survey method was used as data collection method. The sample of the research by using interview method was the clients of the opticianry businesses operating in 37 provinces of İstanbul. As a result, 587 questionnaires were analyzed after interviewing. As a result of the data analysis, it has been determined that the sensibility value of the opticianry service is explained by a model consisting of 4 dimensions including quality, price, risk and participation. It has also been found that there is a positive relationship between the perceived value of the service provided and customer satisfaction in the optic enterprises.


Perceived Value, Customer Satisfaction, Health Sector, Opticianry Business.

Author : Fatih Mehmet DEMİR - & Aytekin FIRAT
Number of pages: 478-500
Full text:
Journal of Academic Value Studies (JAVStudies)
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